How to Respond if User Says: “I Got Lower Price Than Quoted”

🎯 Purpose:

To guide support agents on how to professionally respond when a user complains about getting a lower payout than the quoted price.

🗣️ Sample Response Script (Chat or Call)

“We’re really sorry to hear that. The price you see online is an estimated value based on the details you select while creating the order.

During pickup, the vendor checks the actual condition of the device — like screen cracks, battery health, functionality, or missing accessories — and the final price may be revised accordingly.

If you feel the revised price was unfair, we can look into it for you. May I check the order ID?”

🪜 Step-by-Step Handling

🧾 Step 1: Acknowledge the Complaint Calmly

Use a reassuring and polite tone:

“Let me quickly check the details for you…”

🔍 Step 2: Verify Order in Admin Panel

Check:

Original quoted price
Final price entered by vendor
Failure reason or revised remarks
Were device photos uploaded?
Any notes on device condition?

🔁 Step 3: Cross-Verify Reason for Price Drop

Check for any of these:

Device not as described?
Damaged screen/body?
Locked/Find My iPhone active?
Accessories missing?

🧑‍⚖️ Step 4: If Vendor Was Wrong

If vendor failed to justify the drop:

Escalate to Ops team or Investigating Officer
Tag as credit refund or price correction case

📣 Step 5: Communicate Resolution

If vendor was right:

“Based on the inspection, the condition didn’t match the order details. Hence, the price was revised.”
If vendor was wrong:

“We’ve flagged this and our team will review. If the revised price was incorrect, we’ll take corrective action.”

💡 Pro Tips

✅ Do	❌ Don’t
Always validate vendor’s proof	Don’t deny blindly
Be transparent about condition-based pricing	Don’t say price is 100% guaranteed
Escalate repeat complaints	Don’t keep user waiting